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Creating a support package

Info

  • To create a support package, you must be logged in as a octoplant Administrator user.
  • Roles that provide access to specific AdminClient modules do not grant permission to create a support package.

The support department often needs some files before they can assist you with your request. Creating a support package makes it easier and faster to collect and send these files. In most cases you know that you need to send a support package because the AMDT support asks you to do so. Sometimes you already know before you contact us that you will probably need a support package. In this case, please write a comment in the Comment input field to let us know the reason why you are sending us the support package.

How is the data backed up?

Basically no project data is copied. Depending on the problem, you have several options for putting together a support package. All data is packed in a password-protected ZIP file. The password is customer-specific and only known to us. All data received is treated with the utmost confidentiality.

Example: You have a problem logging in because of a password. Then you must select the User management database for the support package in the Compose support package content dialog page. The password hashes stored there will then be sent to. This only affects the passwords managed in octoplant.

To create a Support package, proceed as follows

  1. Start the AdminClient and select the Create support package entry in the menu bar.
  2. The Create support package dialog opens.
  3. In the Compose support package content dialog page, you can select which optional additional data you would like to add to the support package.
  4. Select Next after you have activated the required options.
  5. In the Choose support package destination dialog page, enter the desired path where the support package should be saved.
  6. Select Create to save the support package as a ZIP file.
  7. You can then send us the support package using your preferred method.

Info

Some relevant information from the configuration directory VD$A is always included.

Optional additional data

Our support department will let you know, which of these optional data is required. If the data is not required, you can uncheck the check box. Leaving it checked is not a problem either.

  • Directory VD$X: Configuration and log data concerning server synchronization and parallel server mode

    This entry is activated by default.

  • Database "Job results": Information about jobs

    The database can be very large. Therefore it is optional to include it, although by default it is part of the VD$A directory (which is always included in the support package).

  • Database "User management": Information about users and groups and their access rights

    The database contains personal data. This data is stored and processed in accordance with the EU General Data Protection Regulation (EU GDPR).

  • Windows event log: Operating system event log

    The Windows event log is used to diagnose a whole range of possible problems, such as conflicts with software, antivirus programs and Windows updates. The application's event log contains detailed information on errors, which have occurred in octoplant.

  • Application server minidumps: Files for post mortem analysis of application servers' malfunction

    The VDog MasterService monitors the operation of its application servers. If a problem occurs, it creates a minidump of them, terminates them and starts them again. Minidumps can exceed 100MB per file. This option should therefore only be selected if it is really necessary.

The size of the support package is displayed at the bottom of the dialog and depends on the options selected.